1、Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 1 INTERNAL AUDITING FOR QS-9000 Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 2 Welcome Restrooms Breaks Registration sheets Phones Evaluations For assistance aft
2、er this course. Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 3 Introductions nName nCompany nTitle/Position nCurrent responsibilities nExperience in quality systems nExperience in auditing nWhat do you expect to learn from this course? Copyright , 1996
3、- Chrysler Corporation, Ford Motor Company, and General Motors Corporation 4 Agenda nAuditing fundamentals nThe audit system nHuman factors role in auditing nAudit preparation nAudit performance nOpening meeting nClosing meeting nAudit report nFollow-up action nCase study nExam Copyright , 1996 - Ch
4、rysler Corporation, Ford Motor Company, and General Motors Corporation 5 Exam (3-1/2 hours) n1-1/2 hoursPart 1 (open book) nSeven case studies nAnswer as the team leader nIf there is a nonconformance, cite the closest element/subelement of QS-9000 n15 minute break n2 hoursPart 2 (closed book) nGener
5、al questions about auditing nMultiple choice/fill in the blank/true-false Part 3 (closed book) nQS-9000 requirements nMultiple choice/fill in the blank/true-false Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 6 MODULE 1 Introduction Copyright , 1996 - Ch
6、rysler Corporation, Ford Motor Company, and General Motors Corporation 7 Introduction nThis module will discuss: nDefinition of quality nCost of nonquality nCost of quality nPrevention costs nAppraisal costs nQuality system Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Mot
7、ors Corporation 8 Definition of Quality Quality = ? Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 9 Definitions of Quality nDictionary A characteristic or attribute of something; property; a feature. Excellence; superiority. Degree or grade of excellence
8、. nDeming Quality has meaning only in terms of the customer, his needs, what he is going to use it for. Continuous improvement. Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 10 Definitions of Quality nJuran Fitness for use/fitness for purpose as seen by
9、the user. For long-lived items: availability, reliability and maintainability (the “abilities”). nRegulated Industries Meeting specifications or requirements. Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 11 Definitions of Quality nCrosby Conformance to
10、requirements. nIshikawa Products and services which are economical, most useful, and always satisfactory to the consumer. nISO 8402 The totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs. Copyright , 1996 - Chrysler Corporation, Ford Motor Company,
11、and General Motors Corporation 12 Costs of Nonquality nWaste due to scrap or rejected items nReperformance of work nInefficient use of resources nService and warranty costs nCustomer loss of confidence nLoss of market share nLiability costs Copyright , 1996 - Chrysler Corporation, Ford Motor Company
12、, and General Motors Corporation 13 Cost of Quality nPrevention and appraisal costs nCosts to prevent nonconformances nCosts to evaluate quality nNonquality costs nInternal failure costs nExternal failure costs Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporati
13、on 14 Variables Affecting Quality nAccuracy in identifying customer requirements and expectations nAdequacy of raw materials nAdequacy of product design nCompetency of personnel nVariances in process equipment nAdequacy of measures taken to prevent damage to the product after production Copyright ,
14、1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 15 Variables Affecting Quality nControl of production conditions, such as cleanliness, humidity, and temperature nControl of changes in design or in customer requirements nControl of production process support systems, s
15、uch as electric power, compressed air, and water nAdequacy and accuracy of test and inspection equipment nCorrectly identifying inspection and test criteria Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 16 Quality System Definition: “The organizational s
16、tructure, responsibilities, procedures, processes, and resources needed to implement quality management.” ISO 8402 Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 17 Types of Quality Systems n n Internal Quality SystemInternal Quality System n n Implements
17、 policies and objectivesImplements policies and objectives n n Includes quality control functionsIncludes quality control functions n n Includes quality assurance activitiesIncludes quality assurance activities n n External Quality SystemExternal Quality System n n Provides assurance specifically fo
18、r Provides assurance specifically for the customerthe customer Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 18 MODULE 2 QS-9000QS-9000 OverviewOverview Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 19 QS-900
19、0 Overview n n This module will discuss:This module will discuss: n n Quality system documentationQuality system documentation n n The twenty elements that are ISO basedThe twenty elements that are ISO based n n The automotive sector-specific requirementsThe automotive sector-specific requirements n
20、 n The customer-specific requirementsThe customer-specific requirements Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 20 QS-9000 Overview nQuality System Requirements QS-9000 nDeveloped by Chrysler, Ford, General Motors nHarmonizes Chryslers Supplier Qua
21、lity Assurance Manual, Fords Q-101 Quality System Standard, and GMs NAO Targets for Excellence nFounded on ISO 9001:1994, Section 4 Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 21 QS-9000 Overview nQS-9000 applies to all direct internal and external sup
22、pliers to OEMs of: nProduction materials nProduction or service parts nHeat treating, painting, plating, or other finishing services Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 22 QS-9000 Overview nQuality system documentation nSuppliers must establish
23、, document, and implement effective quality systems based on QS-9000 nAll requirements of QS-9000 must be incorporated into the suppliers quality system (see quality system documentation progression) Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 23 Quali
24、ty System Documentation Progression Copyright , 1996 - Chrysler Corporation, Ford Motor Company, and General Motors Corporation 24 QS-9000 Overview nQuality system documentation (cont.) nLevel 1: Quality Manual Defines managements quality policy and commitment to quality nLevel 2: Procedures Specifi
25、es who does what, and when it is to be done nLevel 3: Instructions Specifies how the work should be performed by one individual or function nLevel 4: Records and Other Documentation Provides the objective evidence of implementation and results Copyright , 1996 - Chrysler Corporation, Ford Motor Comp
26、any, and General Motors Corporation 25 Comparison of Quality System Requirements TOPICChryslerFordGM Suppliers quality policyX Suppliers business planX TrainingXXX Process monitoring instructionsXXX Evaluating subcontractor supply baseXX Approved materialsXXX Control of purchased production material
27、sXXX Quality PlanningXXX - Resources for quality planningX - Planning for new product launchesXXX - Process flow chartXXX - Feasibilit公司领导层对销售队伍的重视。问题：在您的公司中怎样激励销售人员努力工作？问题与讨论燕京啤酒的崛起北京的燕京啤酒已经是百姓餐桌上一个处于绝对垄断的品牌，在创业初期，它只是北京顺义县的一个乡镇企业。如何站稳脚跟，开拓市场，燕京啤酒走了一条别的企业从未走过的道路。建厂的时候，北京的啤酒大王是白牌的北京啤酒和历史悠久的五星啤酒，而这两家的
28、产品是通过国家的主渠道来经销的，在市场上供不应求。燕京啤酒积极发掘并培养自己的分销渠道。从个体户开始做分销，这在当时是一件被啤酒行业所不齿、并有风险的举措，然而正是这些个体的批发大户擎起了燕京啤酒的大好江山。迅速占领了北京市场，也正是这个牢固的基础，经过发展，燕京啤酒一跃成为中国啤酒的第一品牌，至今雄居榜首。分销渠道的选择是制约产品行销过程的一个大的问题，如何减少中间环节并有效地将产品以最快、最优、最简洁的方式推到市场上一直是企业关注的问题，燕京啤酒勇于实践和创新，开拓新的通路，积极寻找，着力培养，为自己也为一个行业树立了一个典型，发展到今天，成为了民族产业中一支重要力量。问题：您如何让您公司的产品走进千家万户？
